Rep II, Technical Support

Baxter International - Skan Falls, NY

Full-time - Entry Level

Skan Falls, NY

Miscellaneous Manufacturing

About the position

The Technical Support role at Baxter focuses on delivering exceptional remote troubleshooting support for customers and patients. This position is integral to ensuring a seamless experience by resolving issues efficiently and effectively, while also contributing to quality improvement initiatives and maintaining compliance with regulatory requirements. The role emphasizes teamwork, communication, and a commitment to the company's mission of improving healthcare outcomes.

Responsibilities

• Provide remote troubleshooting to solve customer and patient issues.
• Remain calm during high-pressure situations and execute sound judgement.
• Create an excellent customer and patient experience by driving issues to resolution in a timely manner.
• Focus on achieving team and individual KPIs to maintain an excellent customer and employee experience.
• Drive quality improvement through accurate case documentation of issues and resolutions.
• Request support for escalations as needed with peer team members and leadership.
• Execute on customer requests such as parts replacement and case creation needs.
• Quickly develop rapport with customers and internal teams through remote and face-to-face interaction.
• Participate in regular 1:1s with manager and team meetings for effective communication and feedback.
• Make decisions on the spot with customers while adhering to Tech Support and company policies.
• Create and maintain strong working relationships with peer teams across the department.
• Participate in recruiting, interview panels, and mentoring new hires when applicable.
• Drive a closed loop mentality for all tasks performed.
• Execute on standardized training plans outlined in discussions with your manager.
• Participate in the development of career goals through the Ace-Check-In process.
• Embrace adoption and adherence to standard tools and processes for a consistent experience.
• Participate in group and company-wide meetings and trainings.

Requirements

• Demonstrated track record of troubleshooting Microsoft OS, AD, and MS Server ecosystems.
• Experience installing and troubleshooting computer hardware and software, including Microsoft Windows servers and networks.
• Experience supporting web-based and client-server database applications preferred.
• Technical certifications are a plus.
• Medical device or healthcare industry experience preferred.
• Experience or knowledge in EMR integrations, server management, wiring/cabling, secure remote service tools, IT maintenance, Citrix, and Cisco networking products.
• One year minimum of remote technical troubleshooting experience, including networking and server troubleshooting.
• Experience using one or more help desk ticketing systems.
• High School diploma or GED required; Associates degree in Information Systems or related field preferred.

Nice-to-haves

• Experience in the healthcare field highly desirable.
• Ability to adjust communication style based on the audience.
• Focus on quality, process, and standardization.
• Ability to be flexible and agile.

Benefits

• Equal Employment Opportunity
• Reasonable Accommodations for individuals with disabilities
• Commitment to diversity and inclusion in the workplace